Refunds
Returns and the 30-day money-back guarantee
If Vitalix Prime is not for you, tell us within 30 days of delivery and we refund what you paid for the product. No argument, no restocking fee.
Free UK delivery
Every order ships free and typically arrives within 3–5 working days.
30-day money-back guarantee
Not for you? Send it back within 30 days and we'll refund you — no questions asked.
Secure payment
Card details are handled by Stripe. They never touch our servers.
UK customer support
Email support@getvitalixprime.co.uk and a real person replies. Monday to Friday, 9am – 5pm UK time.
Quick answer
The guarantee in short
| Detail | Terms |
|---|---|
| Window | 30 days from delivery |
| Opened packs | Accepted |
| Refund amount | Full product price paid |
| Delivery charge deducted | None — delivery was free |
| Restocking fee | None |
| Return postage | Customer pays, unless faulty or wrongly sent |
| Refund method | Original payment method |
| Refund speed | Within 5 working days of arrival |
| Applies to | Orders placed on getvitalixprime.co.uk |
How to claim, step by step
- 1. Email us within 30 days. Write to support@getvitalixprime.co.uk with your order number. A one-line reason is welcome but not required.
- 2. We reply with the return address. Usually the same or next working day, monday to friday, 9am – 5pm uk time. Please do not post anything back before you have it — parcels sent to the wrong address are hard to trace.
- 3. Post it back. Use a tracked service and keep the receipt. That proof of posting protects you if the parcel goes astray on the way to us.
- 4. We refund. Within 5 working days of your return arriving, back to the card or wallet you paid with. We email you when it is done.
What the refund covers — with real numbers
Because delivery is free and there is no restocking fee, the refund is simply what you paid. Return postage is the only cost you carry on a change-of-mind return.
| You bought | You paid | Refunded | Your only cost |
|---|---|---|---|
| 1 pack | £54.95 | £54.95 | Return postage |
| 2 packs | £79.90 | £79.90 | Return postage |
| 3 packs | £109.95 | £109.95 | Return postage |
A small tracked parcel within the UK usually costs a few pounds, so on the three-pack the realistic worst case is losing the price of a coffee to find out the product is not for you. The price page works the same figures the other way — what each bundle costs per day if you keep it.
Your statutory rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a legal right to cancel an online order within 14 days of receiving it, and a further 14 days to send the goods back. Our 30-day guarantee sits on top of that right — it does not replace, shorten or reduce it.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, as described and fit for purpose. If they are not, you are entitled to a repair, replacement or refund, and we cover return postage.
For hygiene reasons we cannot resell returned supplements. That does not affect your refund in any way — it simply means returned stock is disposed of responsibly rather than reshipped to somebody else.
Faulty, damaged or wrong item
| Situation | Evidence we need | Outcome |
|---|---|---|
| Parcel damaged in transit | Photo within 48 hours | Replacement or refund, postage on us |
| Seal broken on arrival | Photo of the pack | Replacement, do not take the product |
| Wrong bundle sent | Order number | Correct bundle sent, no return needed first |
| Past its best-before date | Photo of the date panel | Replacement or full refund |
| Changed your mind | Order number | Full refund, you pay return postage |
Who the guarantee suits — and who it does not
A sensible fit if…
- Anyone who wants to try a full month before committing to a longer supply
- Buyers who dislike subscriptions and want a single, cancellable purchase
- People who want a named UK contact to email rather than a marketplace form
- Anyone who wants their statutory rights left intact on top of the guarantee
Not the right choice if…
- Anyone expecting a refund after 30 days from delivery — the window is firm
- Purchases made through a third-party listing we did not sell
- Anyone hoping we will cover return postage on a change-of-mind return
- Anyone looking for a guaranteed health outcome — no supplement can offer that
Refund questions
How long do I have to return it?+
30 days from the day your order is delivered. Email us within that window and we will send the return address; the product needs to be posted back to us after that.
Can I return an opened pack?+
Yes. The guarantee exists so you can actually try it for a month, not just look at the box. Partly used packs are accepted.
Who pays return postage?+
You do, unless the item was faulty, damaged or not what you ordered — in those cases we cover it. A small tracked parcel typically costs a few pounds.
How much do I get back?+
The full purchase price you paid for the product. Delivery was free, so there is no shipping charge to deduct and no restocking fee.
How long does the refund take?+
We refund to your original payment method within 5 working days of your return arriving. Your bank or card issuer may take a few more days to show it.
I bought three packs — can I return the unopened ones?+
Yes. Return the bundle within 30 days and we refund the bundle price you paid. You do not have to keep packs you have not opened.
Do I need the original packaging?+
It helps, but it is not a condition of the refund. Pack it well enough to survive the post.
Will I be charged again later?+
No. Every order is a one-off payment. There is no subscription, no auto-renewal and no card stored for future billing.
What if I change my mind before it ships?+
Email support@getvitalixprime.co.uk straight away with your order number. If it has not been dispatched we will cancel and refund in full, with nothing to post back.
What if my parcel never arrived?+
That is a delivery problem rather than a return. We will trace the parcel and either resend it or refund you — see the delivery page.
Does the guarantee apply if I bought from somewhere else?+
No. It applies to orders placed on getvitalixprime.co.uk. We cannot refund a purchase we did not take payment for.
Do I need to give a reason?+
A one-line reason helps us improve, but it is not a condition. "It wasn't for me" is a complete answer and the refund is processed either way.
Can I swap a bundle rather than refund it?+
Yes. Email support@getvitalixprime.co.uk and we will work out the difference rather than making you refund and reorder.
Is the guarantee instead of my legal rights?+
No. It sits on top of the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing we offer reduces those rights.
Sources and further reading
- GOV.UK — Your rights when shopping online
- Chartered Trading Standards Institute — buying safely online
- ASA — Advertising rules for food supplements
We link to public guidance so you can check anything we say. Nothing on this page is medical advice — speak to your GP or pharmacist about your own situation.
Ready to start your first month?
Choose your bundle and check out securely on our home page. Free UK delivery, 30-day money-back guarantee.
Individual results vary. Vitalix Prime is a food supplement and is not a medicine. It does not diagnose, treat, cure or prevent any disease.